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Terms & Conditions

The Water Woman – Terms & Conditions of Service 2025–2026

1. Definitions

  • “Client” refers to the organisation or individual engaging The Business Water Woman Ltd, trading as ‘The Water Woman’ services.
  • “Services” refers to review of clients’ water utility spend and service options, and related consultancy.
  • “Agreement” refers to the contract formed by acceptance of these Terms & Conditions.
  • “Retailer” refers to the company who provide water and waste account management services, including billing and payments.
  • “LOA” Letter of authority. A letter of authority for water is a legal document that grants permission to a third party to act on behalf of a water account holder.

2. Scope of Services

  • Review and analysis of water utility contracts and current billing
  • Identification of cost-saving opportunities
  • Liaison with water retailers on the client’s behalf
  • Support with switching suppliers or renegotiating terms

Any bespoke services will be outlined in a written proposal and agreed prior to commencement.

3. Engagement Process

  • A written proposal will be issued detailing scope, fees, and timelines.
  • Engagement begins upon written acceptance (email confirmation is sufficient).
  • The Water Woman may request a Letter of Authority (LOA) to act on the client’s behalf with retailers. The LOA will remain valid for 12 months from the date of signing unless cancelled by either party.

4. Fees and Payment Terms

  • Fees are quoted exclusive of VAT unless stated otherwise. VAT is determined by the client’s business type.
  • VAT on a business water bill is typically charged at 20% for industrial businesses (SIC divisions 1–5). Non-industrial businesses are generally exempt.
  • Clients must inform their water retailer of their correct SIC code to ensure accurate VAT billing.
  • Invoices are issued to the client directly by the retailer, not via The Water Woman.
  • Payment terms depend on those issued by the retailer. These will be highlighted in communications from The Water Woman.
  • The Water Woman does not charge the client and is paid by the retailer for arranging a water utility contract.

5. Client Obligations

  • Provide accurate and complete information
  • Respond to requests in a timely manner
  • Notify The Water Woman of any changes to water supply arrangements or relevant contacts

6. Confidentiality

  • All client data, supplier information, and internal communications will be treated as confidential.
  • No disclosure to third parties without written consent, unless required by law.
  • Confidentiality obligations continue beyond termination of the agreement.

7. Data Protection

  • The Water Woman complies with the UK GDPR and Data Protection Act 2018.
  • A full Data Protection Policy is available upon request.
  • Personal data will only be processed for the purpose of delivering agreed services.

8. Limitation of Liability

  • The Water Woman shall not be liable for indirect, consequential, or financial losses from supplier errors or client-provided data inaccuracies.
  • Liability is limited to the total fees paid by the client under the relevant engagement.

9. Termination

  • Either party may terminate the LOA at any time.
  • Contracts entered into by the client are with the retailer, not with The Water Woman.
  • If the client ceases trading or relocates, the water utility contract becomes null and void.

10. Pledge to Donate 5% of Revenue to the ‘Licensed Trade Charity’

As part of our commitment to supporting the hospitality industry, The Water Woman pledges to donate 5% of all revenue generated through services provided to members of the British Institute of Innkeepers (BII) to the Licensed Trade Charity.

  • This statement is effective from October 2025 until April 2026.
  • Donations will be made within 60 days of receiving payment from the retailer.
  • This applies only to revenue generated via the BII Trusted Partnership with The Water Woman.
  • Where a charity contribution is donated by The Water Woman, as a consequence of an organisation successfully arranging a water utility contract through The Water Woman and there are multiple charity options, the customer will be asked to choose one of the charity donation options and only one donation will be made on behalf of each business. For example a BII member who is also part of the BID.

11. Pledge to Donate £25 per new business customer to ‘The Clock Tower Sanctuary’ charity

As part of our commitment to support our local community, The Water Woman pledges to make a donation of £25 to The Clock Tower Sanctuary charity, on behalf of business customers who are part of the Brighton Business Improvement District (BID).

  • For every BID business who arranges a water utility contract through The Water Woman, a £25 donation will be made to The Clock Tower Sanctuary Charity.
  • This applies from 01/02/2026, until further notice.
  • One donation per business.
  • Donations to The Clock Tower Sanctuary, will be made within 30 days of The Water Woman receiving payment from the retailer.
  • If the revenue generated per business is below £150 over a 36 month term, a reduced donation of £10 will be made.
  • Where a charity contribution is donated by The Water Woman, as a consequence of an organisation successfully arranging a water utility contract through The Water Woman and there are multiple charity options, the customer will be asked to choose one of the charity donation options and only one donation will be made on behalf of each business. For example a BII member who is also part of the BID.

12. Complaints Procedure

  • Complaints should be sent via email to robyn@thewaterwoman.co.uk.
  • A senior team member will acknowledge the complaint within five working days and aim to resolve it within 28 working days.
  • If unresolved, the matter may be escalated to an independent review or ADR provider.

13. Force Majeure

The Water Woman shall not be held liable for delays or failure to perform due to events beyond reasonable control, including but not limited to natural disasters, regulatory changes, or supplier outages.

14. Governing Law

These Terms & Conditions are governed by the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the English courts.